HYBRIT SERVICES LTD

converse360 AI-Assistant with Live Chat for Customer Service

Responsive AI Assistant with Live Chat hand-off for residents, public enquiries or social housing customers. converse360 Live Chat provides an AI Assistant and real-time human support on your website to serve customers 24/7. Triage requests using GEN AI or scripted AI to improve efficiency and reduce costs.

Features

• AI Assistant and Live Chat for real-time customer support
• Embed onto any website in minutes
• Seamless AI Assistant-to-human handoff with full chat context
• Intelligent chat routing to teams or departments.
• Supports multiple concurrent chat sessions.
• Private knowledgebase driven AI answers, does not use public LLM.
• Secure, compliant communication and transcript delivery.
• Multi-lingual AI chat for inclusive engagement.
• Real-time dashboards and chat reporting analytics.
• Securely hosted with UK based services and support.

Benefits

• Records every AI conversation and shares transcript if escalated.
• Improves service responsiveness and reduces wait times.
• Increases inclusivity via multi-lingual AI-powered chat interactions.
• Reduced operational cost per enquiry vs phone support.
• Supports consistent, compliant responses across council services.
• Eliminates call queues, reduces waiting times and improves customer satisfaction.
• Preserves conversation context for continuity of support.
• Improves productivity and frees-up staff to handle more complex cases.
• Prioritises high-risk interactions through sentiment analysis
• Reduces contact centre costs through AI automation.

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@hybrit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

978063154599297

Contact

Kerry O'Halloran
0333 015 6701
bidmanagement@hybrit.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: The system is provided as SaaS with no specific constraints.
• System requirements:
  • Ability to add code snippets to web pages
  • Optional integration endpoints using RESTful APIs
  • Access to Outlook for email and scheduling integration

User support

• Email or online ticketing support: Yes
• Support response times: Service levels are aligned to business impact and categorised by priority. Priority 1 applies to total service failure, with a 15-minute response and four-hour resolution target, with optional 24x7 cover available by phone only (additional charges). Priority 2 covers service degradation, with a one-hour response and resolution within one business day. Priority 3 relates to single-user incidents, responded to within four hours and resolved within three business days. Priority 4 applies to information requests, with an eight-hour response and six-business-day resolution. Service requests, including enhancements or administrative changes, are responded to within two days and completed within ten working days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: HybrIT provides tiered support levels aligned to service criticality and deployment model. Standard Support (Business Hours) is included with all services and provides incident management, service requests, and configuration support during UK business hours. Response and resolution targets align to defined service priorities. Enhanced Support (24x7) is available for dedicated instances as an optional service, providing 24x7 cover for Priority 1 incidents. This option is charged at a 30% uplift on the base service cost. For multi-tenant services, 24x7 support for platform-level Priority 1 incidents is included as standard. All support services are delivered in accordance with agreed service levels and escalation procedures.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: To help users get started there are user guides and video tutorials. Project meetings go through set-up guides and the information required to enable the customisation. An online training course is also provided to assist users with initial workflows and configuration.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Certain information such as transcripts, conversation metadata can be exported. Any workflows required will have to be copied. Any uploaded documents into RAG can be deleted.; Once the instance is disabled, the virtual servers will be deleted including any data.
• End-of-contract process: At the end of the contract the virtual instance will be shut down and all data removed.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Information is provided as part of the SaaS onboarding services via Microsoft documents such as Word, Excel or PDFs.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Their is no difference for the Chat/Web service as access by users is through a web browser. The web service will render to an appropriate format for the screen size on a mobile or tablet. Voice will work on all mobiles, PC's must support speech which will require a microphone and speaker or Bluetooth connectivity.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Converse360's administrative interface provides a secure, web-based service orchestration portal. It enables you to create and manage AI Agents, Voice Assistants for both scripted and autonomous AI. It provides an intuitive No-code interface for the business users with no technical skills to manage the agents. You can upload documents, create flows, manage prompts, choose AI models. The API studio enables integration to any application, database or connect to knowledge sources and telephone systems and contact centre. The interface provides reporting, analytics, and dashboards.
• Accessibility standards: None or don’t know
• Description of accessibility: The service is delivered through a secure, web-based interface accessible using standard modern browsers, without the need for specialist client software. It is designed to align with recognised accessibility standards, including WCAG guidelines, supporting keyboard navigation, screen readers, and adjustable display settings where supported by the browser.; ; Authorised users can either view or edit key functions according to their assigned role. Administrators can manage users and permissions. Users can only access functions and data explicitly permitted by role-based access controls.
• Accessibility testing: Converse360 follows WCAG 2.2 guidelines as part of its product design process. This includes usability testing with screen readers, keyboard-only navigation, and high-contrast display modes to assess compatibility with common assistive technologies.; ; If specific accessibility difficulties are encountered, the converse360 product team will work with customers to understand the issue and identify reasonable adjustments or product enhancements. Testing outcomes and customer feedback are used to inform ongoing interface improvements and alignment with WCAG guidance where technically feasible.
• API: Yes
• What users can and can't do using the API: The platform has an API Studio that is licensed when connectivity is required to 3rd party systems. The powerful low-code orchestration tool enables the visual construction of complex logic by "wiring" together APIs, and online services. It leverages an event-driven, non-blocking model, making it highly efficient for real-time tasks like AI-driven call handling.; ; Its core strengths lie in API Management and Data Transformation including:; Visual Programming: Users drag and drop pre-built "nodes" to create RESTful endpoints instantly, drastically reducing development time compared to traditional coding.; ; Service Orchestration: It acts as a central "brain," coordinating data between disparate systems—such as syncing workflows with CRMs.; ; Interoperability: Native support for protocols like HTTP, MQTT, and WebSockets allows it to bridge modern cloud services with legacy infrastructure.; ; Rapid Prototyping: With instant deployment and a built-in debugging console, you can test and iterate logic flows in real-time, ensuring a seamless user experience for your "Advanced" tier features.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise the service through the secure administrative interface. ; ; What can be customised?; The service allows configuration of the chat client for websites or mobile apps. This includes colours, fonts, avatars and other visual effects. Alternatively the chat can be embedded into any other container.; ; How users can customise; Customisation is performed using the web-based administration interface, providing guided configuration and validation. Changes can be previewed before publishing.; ; Who can customise; Only authorised administrators with appropriate permissions can customise the service. Standard users are limited to operational functions and cannot modify service configuration or security settings.

Scaling

• Independence of resources: AWS based architecture with 24x7 monitoring of solution.

Analytics

• Service usage metrics: Yes
• Metrics types: Number of conversations; Number of interactions; Number of transfers to live agent; Time and length of sessions; Misunderstood interactions; Survey scores and sentiment; Trending topics; Conversation transcripts
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Converse360

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Secure customer controlled export to CSV or JSON
• Data export formats:
  • CSV
  • Other
• Data import formats:
  • CSV
  • Other

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: We can offer 99.8% uptime, refunds on SLA violations and 24/7 critical support.
• Approach to resilience: The solution is deployed across multiple Availability Zones (AZ) within a region to ensure high availability and robustness. Each AZ consists of one or more discrete data centers with redundant power, networking, and connectivity to mitigate the risk of synchronized failure. By architecting services across multiple AZs, it provides automatic failover and high availability, ensuring that even if a single site experiences a localised disruption, such as a power outage or cooling failure, the broader system remains operational. This approach, combined with continuous third-party audits against ISO 27001 and SOC standards, ensures that customer applications remain highly durable and accessible under a wide range of failure scenarios.
• Outage reporting: Automated email alerts and reporting through private dashboards.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password
  • Other
• Other user authentication: Our service implements a 'Secure-by-Design' native authentication framework. Users are authenticated via a combination of a strong unique passphrase and mandatory Multi-Factor Authentication (MFA) using TOTP protocols. All credentials are encrypted at rest using salted bcrypt hashing. To ensure continuous security, we enforce session idle-timeouts, and use encrypted JWT tokens for secure session persistence.
• Access restrictions in management interfaces and support channels: Role based access for administrative access and only pre-approved persons can access support channels
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Aligned to ISO27001
• Information security policies and processes: Aligned to ISO27001
• Software Security Code of Practice: No

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Our Change Management process is based on ITIL best practices and the aligned to ISO9001 standards. Service components are tracked via our CMDB and security is assessed as part of every change. Processes available upon request.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Aligned to ISO27001
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We continuously monitor the application and platform, audit and access logs, recording activity and cloud platform telemetry. Alerts are generated automatically and raised to the service desk for investigation. Incidents are managed under the Incident Management processes: assess and contain, eradicate, recover, preserve evidence and complete post-incident reporting. Priority 1 security incidents are supported 24×7 with a target mitigation within four hours, while lower-severity incidents follow contractual SLAs. Monitoring outcomes feed ongoing problem management and security control improvements.
• Incident management type: Supplier-defined controls
• Incident management approach: The Service follows a structured incident management approach aligned to ISO 27001 and the NIST. Pre-defined runbooks cover common incidents such as access issues, platform outages and security alerts.
• Post-quantum cryptography secure: Yes

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The platform can be provided for 1 month to build Autonomous or scripted AI Agents for voice or chat. Platform subscription/licenses are not charged, Usage (Chat sessions or voice minutes) will be chargeable.
• Link to free trial: .

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0.5%
• Between £500,001 and £1,000,000: 1.0%
• Between £1,000,001 and £2,500,000: 1.5%
• Between £2,500,001 and £5,000,000: 2.0%
• Over £5,000,001: 2.5%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Citation ISO Certification Limited
• ISO/IEC 27001 accreditation date: Wednesday 9 April 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: BSI
• ISO 9001 accreditation date: Tuesday 27 August 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidmanagement@hybrit.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.